Share Your RG&E Story

You're not alone! Over the years, many of us have had bad experiences with RG&E, from minor inconveniences to major crises. High energy bills, poor service, and inhumane shutoffs are just some of the things we know need to change. Tell us your story to help show why we need to take our community's energy future back from greedy corporations like RG&E, and replace RG&E with a public utility!

Metro Justice often shares stories posted here on social media to build awareness around RG&E issues and momentum for a public utility as the solution. If you have any questions regarding how Metro Justice may share your story, please don't hesitate to reach out to our Organizing Director, Mohini Sharma ([email protected], 585-397-3534) or our Organizer and Policy Specialist for the RED Campaign, Michelle Wenderlich ([email protected], 585-397-3539). 


  • Dorothy DuMont
    commented 2023-11-28 17:00:43 -0500
    I was renting a mobile home in Sterling and I had R,G,E as my power company is was back in 2022to 2023 .I paid my January bill so My sons family was going to Florida on winter recess and invited us to go so we left in February and came back and my power bill was high but no one was home in Febuary and the amount is $6,9270 which is high for a mobile home and it’s all electric and I tired to talk to some one from R.G.E and explain it that it wasn’t right and that it was too high but they said it was right and there was nothing wrong and I had to pay the bill well I work and try to survive and pay my other bills and it’s hard because I went from a bus driver to were I was making $27.50 to $15.00 dollars a hr
  • Chris Guerinot
    commented 2023-11-20 23:46:30 -0500
    I have a rge account like everyone in rochester and have been getting a extra charge for not changing to a “smart meter” but well me and my wife work all day like most people and are not home when rge wants to come change this meter. I read my meter thru the app and they refuse to make a weekend date to change it.. I feel like I can’t win with this and feel like I’m being over charged even more now.. can anyone help me !! Idk what to do any have tried countless times to try and get this resolved
  • Y Reynolds
    commented 2023-10-20 15:30:56 -0400
    I own a multi-rental property. I had a tenant residing in the property. That tenant had active RGE services. When that tenant moved out, I did not have a new tenant to move into the property. I advised RGE to disconnect the services. I was offered the ability to put the services in my name. I refused that request since I did not plan to use the property for awhile. Instead of disconnecting the services from the previous tenant, RGE transferred my tenants old bill to my name and activated new services in my name. I did not request services. I did not sign any documentation agreeing to services. However, services were initiated in my name and a bill has been accumulating. I refuse to pay the bill because I did not request or authorize the services to be initiated. RGE refuses to disconnect the services. Instead, they continue to bill me for the service even though I have not paid the bill. Its shocking to me that this is occurring since there are people living in this community that cannot afford to keep their RGE services active who have their services terminated on a regular basis for non payment. I assumed since I never requested or authorized the services to be turned on in my name, the bill wouldnt go anywhere. The bill has now shown up on my credit report. I am prepared to file a claim against RGE in small claims court.
  • Rigel G
    commented 2023-10-18 13:14:34 -0400
    I wasn’t billed by RGE for about 6 months starting around last winter in I think January or February. I had heard stories of this but wasn’t too concerned and just put money aside for when I had to pay. After about 6 months my total was $1400 or so which did sound high but not too high. I’m on auto-pay so it charged me with no issue. Unfortunately my regularly timed bill also came due in the same timeframe for over $1500 which included a month that the original bill didn’t. Still on auto-pay so I figured that it would automatically take out the amount I paid from that. How dumb I was to think it would work properly. We can all see where this is going – I get charged an additional $1500 through auto-pay. I quickly contact customer service and am told it’s a mistake. A higher up (manager maybe?) let’s me know it’s an issue with billing and auto-pay. They say that I should hear back in a week with a refund or status of one. Sometime into week 2 I give them a call, they don’t know what happened to it and will follow up. Another week with no follow up, I give them another call with essentially the same response. Finally, after a month of being short $1500, I talk to the 4th representative who says that it should be in the mail within the week and the week after I get a check. RGE had $1500 of mine that absolutely did not belong to them and waits over a month to get it to me. I definitely made mistakes and assumptions but that still does not allow them to do this. If I was close to poverty this would have made my month a hell. Instead I have to constantly call to get anyone to give me the money they took from me.

    For us to get this level of service all while they make a profit off us is absolutely sickening to me. I can’t go to anyone else for energy if I wanted. We’re entirely captive to their whims and bullshit and I’m sick of it.
  • Lori Neumann
    commented 2023-10-13 19:39:35 -0400
    Last fall I started noticing our RGE bills were significantly higher than normal. I started reading our meter and our bills halved. They still would send a meter reader every other month & I noticed there reads were very different than mine and I had mine backed up with photos. After calling RGE several times , sending my photos with my read figures, I asked why the discrepancy ? And they would state “he must’ve read it wrong”! I got sick of hearing this so in May I signed up for the customer read only program. Then in June I was sent a bill for $11,257.00!!!! Thankfully I wasn’t on autopay!!! Of course I called and they said it was because we read our meter and shortly after their reader came and submitted another set of numbers. So I sent on my pics and they corrected it but why were they still sending their readers when I signed up to read my own meter? I called and they said they made a mistake and signed me up that I would read my gas meter only. Ugh! So they corrected that to show both electric & gas are customer read only. Except they still kept sending their readers and they still kept mis reading the meter and I got more apologies. Now it’s mid October and I chased their meter reader away and called RGE. Now they tell me that I signed up for customer read only program for every other month! Does this make any sense??? Do they not understand the meaning of the word only? They tried to talk me into the smart meter which she said would resolve the mis read problems. So I asked them what the $11.56 opt out fee was for since I heard it was because they need to send meter readers to houses that don’t have one. They said no, it was to cover any billing errors or mis reads on the old meters. Well I’m reading my meter with photos. Then a manager told me that the fee was to cover any repair or replacement of my meter. But the customers with the smart meters don’t have this charge to replace or repair their meters. Not logical! If my meter breaks, bill me for the repair don’t collect for a what if situation. I think it’s more to penalize those that won’t take the new meter. And since I do not trust the company, I will not give them control by installing the smart meters. I don’t think we have seen yet what problems will arise from these.

    I cannot get accurate information from customer service and it took 5 phone calls just to make sure the customer read only program is correct on my account. We will see if s reader comes next month….I’m not confident that he won’t.
  • Dee W
    commented 2023-09-02 05:57:36 -0400
    I been trying to save money on everything. From groceries to school clothes to school supplies and everything else that will help me make ends meet. So the Covid snap program has expired. So I reduce everything possible as far as energy and gas consumption. So I got one bill for the month of July for$125.87 due to me not using gas and pretty much just using fans do to the cold summer we had this year. So how do I get a August bill for over $420 if I’m not using any resources. We as consumers should be notified weekly of usage of electricity and gas weekly or daily to help consumers make better informal decisions. We should be able to see how much electricity and power we use on the daily. Can someone please help me get this watts vs x times p equal = I created my own analysis every month!!!
  • Dee W
    commented 2023-09-02 05:57:35 -0400
    I been trying to save money on everything. From groceries to school clothes to school supplies and everything else that will help me make ends meet. So the Covid snap program has expired. So I reduce everything possible as far as energy and gas consumption. So I got one bill for the month of July for$125.87 due to me not using gas and pretty much just using fans do to the cold summer we had this year. So how do I get a August bill for over $420 if I’m not using any resources. We as consumers should be notified weekly of usage of electricity and gas weekly or daily to help consumers make better informal decisions. We should be able to see how much electricity and power we use on the daily. Can someone please help me get this watts vs x times p equal = I created my own analysis every month!!!
  • Jennifer Whitney-Kivett
    commented 2023-07-14 18:47:43 -0400
    RG& E swept my bank account for $1300. I proceede to instantly call them. I recieved no direction ton to claims only “that’s what the meter reads”. Come monday their claims department was shocked. They had to issue me a personsal check & credits. Now, i believe they are trying to scam me again. I have no air conditioning. I only run a box fan in my bedroom at night! I leave a small footprint. I need help dealing w them!
  • Regina Vega
    commented 2023-05-28 13:43:15 -0400
    Hello back 20 years ago I had my first one bedroom apartment (I was 18 at the time around 2004) I got pregnant and went on HEAP. RGE billed heap a $25K

    RGE bill for my one bedroom. Which bill was current prior to heap ( bill was around $180 per month) well HEAP

    paid the bill everything besides $5K! Which they stated I owed .. I refused to pay they said it was an error and it would be fixed .. it never was fixed I just went to get RGE put in my name 20

    Years later and they said I still owe and billed me the 5k put it on my new address and sent it to collections
  • Dorothy DuMont
    commented 2023-04-03 15:33:16 -0400
    I lived out in fair Heaven from August 2021 toAugust 2022.We went to Florida over winter break and we came back to our bill being 1600 and we’re still going up so we had to move but I am still responsible for that bill and it is still up in the thousands and I called Rochester gas and energy to find out why the bill of sale sky high and they said all that was normal for the Bill to be like that and we just moved out there and when we moved out there my first bill was $27 and some change and then it went up to 1000 thousand 600 no that’s wrong and I appreciate I don’t appreciate what I have to go through to pay it and and it is hurting me because now I have two electric bills to pay for and it’s not fair to me
  • Anonymous
    commented 2023-03-30 12:39:08 -0400
    I received a phone survey from RG&E. One of the questions they asked was, “How likely are you to recommend RG&E to a friend?” What am I going to do? I can either recommend RG&E or tell them not to use gas and electricity. RG&E can’t even write reasonable survey questions.
  • Danielle P
    commented 2023-03-28 23:38:38 -0400
    I got a $996 bill for this month and a $460 bill for last month. My house is not even 1100 Sq feet. I called numerous times to see what’s going on and they say it’s accurate. I am so perplexed. I’ve lived in my home for 9 years and my bill has never been over $250 on the coldest month
  • james cucinelli
    commented 2023-03-12 18:50:22 -0400
    I am Jamie Cucinelli owner of Avid Indoor Golf, in Greece NY. In 2015 I opened the business with an average RGE bill of $300/month during summer months and ~$700 during winter when the business is open.

    In September ’21 RGE stopped billing for 7 months and I received bills in excess of $9,000. My bill almost doubled to ~$1200 per month with blame on American power & gas. American power confirmed their itemized charges with me and RGE was adding extra charges or seemed to be duplicating charges.

    From May to Jun of ‘22 I spent countless hours on hold with RGE, no help, hung up on and then RGE disconnected my service in error without me knowing.

    In June 22 I filed 1st complaint with PSC and spent many more hours of calls to get my RGE account back online and service restored.

    Even though my business was closed for summer season, I was still billed ~$1000 per month for basically outside entrance lights and a basement sub pump. RGE claims high rate now is due to my on-demand smart meter and will not admit there is a billing or meter problem. They say the problem was in years past and was previously inaccurate by RGE. Even though I am not using anywhere close to $1000/mo energy, the only option is to disconnect my service which I can’t do since basement will flood without the sub pump.

    8/22 RGE autopay stopped again in error same as previous year. After my 2nd PSC complaint and many more calls, they billed me in January of this year 2023 for the previous months.

    Now my bill averages over $2000/month more than double previous years and nothing has changed inside my business or building with the same equipment. RGE blames short staff, errors in their billing and energy estimations in the past that are now ‘read each month and accurate’.
  • Caramia Mcquaid
    commented 2023-03-07 19:53:02 -0500
    I just paid $600 for one month of RGE service and I have made it a point to send in the meter readings. For years my bill was between 2 and 3 hundred a month. It literally doubled out of the blue and I can’t get through to anyone with any explanation. It’s not sustainable. I can’t imagine how families can keep this up.
  • Joanne Bergen
    commented 2023-03-03 18:01:54 -0500
    During the last ice storm, had lost power and heat. I am 71 y/o and have multiple helath concerns. My next door neighboor was 9 months pregnant. The crew told neightbors on Little Brook they would not be going down Falling Creek to correct the issies. There were just a few families, we could just wait. These workers do not deserve to be employed. This just adds to all of our negative feelings towards RGE
  • Paul Zito
    commented 2023-03-02 13:07:19 -0500
    My bill is up to $500-600/month, and it used to be ~$100-125. I live alone in a 1300sqft apartment, and my energy use has not changed drastically. Getting through to any supervisor at RG&E is extremely difficult, and when you can get one on the phone, they blame the customer for not doing the meter readings. I reminded them today that I am not actually an RG&E employee, and that they need to do the meter readings themselves unless they’re planning to add me to the payroll. They told me that their policy is to read the meter once per year. Then perhaps they should only bill me once per year? My friends in Fairport pay about $60/month to energize an entire house! How can RG&E justify gouging the entire city of Rochester? They are swimming in profits by massively overcharging us for energy,. We have no alternatives available. How is this not a monopoly? Where are the local politicians? Public utility is the only way forward!
  • Sophia Salvia
    commented 2023-02-24 12:41:20 -0500
    I live in a 1000 square foot home and I have a bill that is worth $1,622. I have lived in my house for 8 years and I have never paid over $200. I have tried to call RG&E multiple times to speak to a supervisor and they refused to speak to me. They told me they would shut off my power if I didn’t pay or they told me to read my own meter since they wouldn’t send someone out since they were just there. Once I left my name and number they said they would call me back. They called me back during regular working hours which I was not available for. They left me a voicemail saying they would call back at 8AM the next day. The next day came around and no one called me, so at noon I called them. I was put on hold for 40 minutes (more than my lunch break) which I had to hang up and attend to clients. I have filed two complaints against the company. I cannot pay this bill and it’s infuriating the type of customer service they have.
  • Koji Tomiyama
    commented 2023-02-22 14:29:04 -0500
    I received a bill from RG&E for $4,325.18 in January of 2023. I was shocked at this amount as our usual bill ranges from $300 to $700. In digging into the issue I found that the last time RG&E read my gas meter was in August of 2020. Every bill since that time was an estimated reading until the Jan 2023 bill. When I called to complain about the bill they said they would put my bill on hold while they investigated. Several days later I received a contract in the mail that stated I still owed the total amount but I could make payments until I paid the amount in full. There was no acknowledgement of my complaint. They refuse to accept any responsibility that they are at fault for failing to read my meter for 2.5 years. I am not confident in their billing practices and I can’t see where they have taken into account what I have paid for in estimated readings over the past 2.5 years. They have terrible customer service and unclear billing practices. I spoke to 5 different people during a 1.5 hour phone call and I had no resolution of the problem. This company should not be allowed to continue these practices and they should be investigated for fraudulent billing.
  • Joyce Marble-VanOrsdale
    commented 2023-02-17 08:19:08 -0500
    Accidentally I double paid bill. I called same day, requesting a refund credited back to my bank. Now two weeks later I’m told new bill for next month is issued and my money will be credited to new month. WHAT?
  • Paul Moyer
    commented 2023-02-11 17:56:49 -0500
    I had a 404.00 bill because they for got to bill me even though I contacted them to get the current one that month and the rep told me I only had to pay a hundred 20 some thing dollars and change. Meaning I had a 530.00 bill wtf crazy i had a bonus of 399.00 from my work tg because other wise i might be in the hole with RG&E. I got lucky that it all worked out in the end. But I can’t help but wonder where would I be right now if I did not get lucky in that moment?
  • David Sell
    commented 2023-02-07 11:41:56 -0500
    Yet again: I submitted my meter readings for both gas and electric on the RG&E website. I get my bill today: it shows that the readings are estimated, and the bill is $323.30—another preposterously high amount for a 950sf house with one occupant, house at 65 degrees using a heat pump. Meter readers have not been to my house in months. I am beyond outraged.
  • Chelci Holmes
    commented 2023-02-06 14:56:28 -0500
    My story is short each month is progressively getting higher last month my bill was $500 this month it’s around $400. I have extra service fees and charges. I got charged multiple times for merchant function charge for Nov, Dec and Jan and I’m still getting currently charged for those on this bill IRS FEBRUARY!!!!! The rep. told me last month the we’re guessing my meter readings. Then rep then proceeded to tell me that a service guy came out and checked my meter on Dec 21st I checked both ring cameras and also that day I was home nobody came here and they put a high meter reading so I got billed for something that doesn’t matches bills have not gone below $400 this year. During the summer I never received a bill from RGE I called every month and they couldn’t tell my why I wasn’t receiving a bill. I wish we had a different electric service because this is ridiculous. Capitalism sucks!
  • Hillary Goldstein
    commented 2023-02-04 11:08:38 -0500
    Our story is very simple, our bills have gone up threefold, and we don’t even know why, no one has any answers at RGE.
  • Stephen Falzoi
    commented 2023-01-25 07:16:39 -0500
    I am ready to see who are genie and looking for a class action lawsuit and a bunch of people to join me. I will pay the piling fees and I’m getting ready to do so. I had asked them for a whole year to send me updated billing information and they refused all of a sudden I Got two weeks to pay a bill that’s three times the amount of my highest bill ever.What other company gets to do this year later? I’ve been dealing with Harji for 30 years and for 30 years they are noncompliant an unproven of their billing.I am going down to the small claims court and filing a petition to take them to court over this building. If anyone would like to join me I would be more than happy to have you with me. I am now asking that the metro justice league join me in this class action lawsuit along with others who would like to join.Stephen A Falzoi
  • bobbi lucas
    commented 2023-01-24 02:20:59 -0500
    I have a crazy back bill on a property I was renting from. The RGE guy read the meter had not been read in 10 years, and they back billed me the charges from the property. I don’t think this is fair.
  • Ryan Kraft
    commented 2023-01-15 11:17:25 -0500
    I have never paid more than about $350 for an RGE bill. My last two bills were $900+ , and most recently over $1,000.

    I live in a pretty small house and nothing has changed as far as electrical or gas usage.

    They have not been able to provide me an answer as to why my bill is so high, they just send me screenshots of my bill via email. Forget trying to call, I was on hold for over an hour the last time I called and ended up hanging up before I was able to speak to a human.

    NY is just giving us more and more reasons to move away out of the state. Like there weren’t enough reasons prior..
  • Zhaoying Chen
    commented 2023-01-05 15:38:25 -0500
    I moved out of Rochester in the middle of August 2022, and my landlord emailed RG&E to terminate my account promptly. However, I still received electric bills for my Sep and Oct electric usage. I called customer service to clarify that I didn’t cause this usage and should close the account, and they blamed me for giving my landlord the information to open the account on my behalf. They also denied that my landlord ever emailed them the termination notice, even after he forwarded them the previous email again. This is such a terrible company and should not handle our community’s life-essential services.
  • Bonnie White
    commented 2022-12-27 20:31:34 -0500
    I have a seasonal RV for which I had them turn off the electric service early Dec. They sent me a huge estimated bill for November and then another large estimated final bill for Dec. Charged for over 400 kw I did not use. I submitted the actual reading and was transferred from person to person for over two and a half hours. Their answer was that it was the final bill and we cannot change it to be accurate. I was charged for over $100 for electricity that I did not use and you can see from my usage over the past year that these estimates were way out of line. Their attitude is you pay we will not change it. I will be filing with the Public Service Commission because I have no choice.
  • Joanne Bergen
    commented 2022-12-25 16:44:31 -0500
    During the recent wind and ice storm, RGE did not service the far end of Falling Creek Pittsford, because we were just a few customers, Everyone on Little Brook and one half of Falling Creek had emergency crews working to restore services, This is so wrong on many fronts We just werent imoirtant enough to rush to restore our service
  • Jessica Jazari
    commented 2022-12-23 22:00:21 -0500
    Called 10 am live power lines down all over my backyard and a utility pole of power lines. Someone came 5 hours later just to tell me they wont get to it for days and not to go in the backyard or touch the fences as there is live electricity wires down and it’s running through the fences and we will be instantly killed if we go near the backyard or fences!!! But they cant fix it for days!!??

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